First of all, I would like to apologize for the ongoing problems with the performance of our US instance and the responsiveness of our Dashboard in particular. I understand and appreciate how frustrating this must be for you and your team and assure you we are doing everything we possibly can to manage the situation we find ourselves in.
Secondly, I would like to assure you that the problem is unrelated to the recent WebProtection release. In anticipation of the data and extra load, this feature would place on our infrastructure, we designed a completely separate infrastructure (hybrid of physical and cloud servers) to process and store the WebProtection data and ran performance tests on this with sample data from hundreds of thousands of simulated devices.
Unfortunately, the problems we are currently experiencing are unrelated to this. Our investigations lead us to believe that a previously unobserved usage pattern from Managed Antivirus is the cause of the performance problems at certain times of the day.
In parallel, with trying to fully understand this newly observed usage pattern, we are planning to implement a similar approach to that which we have successfully employed with WebProtection to move upload, processing and storage of all data associated with Managed Antivirus onto a new dedicated infrastructure, that we hope will safeguard the performance of both Managed Antivirus AND the Dashboard.
We are working round the clock on this and hope to announce a maintenance window for early hours of Friday morning when we can make the switch-over. However, it may be the case that this is not possible until early hours of Saturday or Sunday morning. We will advise tomorrow, exactly when the maintenance window will be.
In summary, we hope that performance of the US instance will be back to normal operating levels by Monday at the absolute latest (if not before). In the meantime, I appreciate how frustrating this must be but thank you for your patience with us during this time.
Mark Petrie on behalf of the GFI MAX team.